The Document Custody Associate serves as a subject matter expert (SME) and functional team lead within Custody Operations, responsible for reviewing loan (or collateral) documents, overseeing document processing activities, and supporting the accuracy and integrity of custodial records. This role operates as a hybrid between hands-on production support and team leadership, providing guidance, accountability, and expertise across workflows.

The associate partners closely with internal and external clients to communicate deficiencies, resolve exceptions, and ensure compliance with custodial agreements. This role requires direct customer interaction, ownership of issue resolution, and the ability to manage complex scenarios while maintaining a high standard of client experience.

As a recognized SME, this individual provides direction, coaching, and quality oversight to others, ensuring work is completed accurately and in alignment with established procedures. The role includes responsibility for decision-making within established guidelines, as well as escalation ownership for complex or high-risk issues. Work is performed with minimal supervision and requires strong judgment, prioritization, and accountability.

Key Responsibilities

• Review complex collateral and loan documentation to ensure compliance with custodial agreements and internal quality standards
• Act as a subject matter expert for certifications, reporting, and exception management, providing guidance and support to team members
• Serve as a functional team lead by coaching, training, and holding peers accountable to production goals and quality expectations
• Proactively identify, research, and resolve document deficiencies and exceptions, including ownership of escalations when appropriate
• Engage directly with internal and external clients to communicate account issues, provide updates, and deliver a high-quality customer experience
• Execute affidavits and certification processes with a high degree of accuracy and ownership
• Support reporting activities for Quality Management Program and Management Production reporting
• Participate in and support complex projects, process improvements, and workflow optimization efforts
• Balance multiple priorities while maintaining attention to detail, accuracy, and timeliness in a production environment

Basic Qualifications

• Typically has an associate’s degree or three or more years of related experience

Preferred Skills/Experience

• Mortgage operations or custody operations experience preferred
• Demonstrated subject matter expertise in document custody, exception resolution, or collateral review processes
• Proven ability to provide informal leadership, including coaching, mentoring, and supporting team performance and accountability
• Strong decision-making skills, with the ability to exercise sound judgment and take ownership of escalations and issue resolution
• Ability to deliver a strong client experience by building effective relationships, responding with urgency, and communicating with professionalism and integrity
• Well-developed customer service, written, and verbal communication skills
• Ability to manage multiple priorities and maintain accuracy in a high-volume, detail-oriented environment
• Strong attention to detail and time management skills, including organizing and reviewing complex data and documentation
• Ability to identify issues, interpret data, and implement appropriate solutions within established guidelines
• Proficient in Microsoft Office applications; experience with emBTRUST or similar systems preferred
• Ability to complete repetitive tasks and meet production goals and deadlines

Physical Requirements

• Ability to push, pull, and/or lift 20–30 lbs
• Ability to sit and/or stand for extended periods
• Ability to bend or squat and climb step ladders up to 10 feet high